Facilitator Profile
The course facilitator holds a Masters in Business Administration from Monash University, a Bachelor of Arts with a major in psychology from the Australian National University and a Diploma in Education.
She has extensive experience in education, training and the design and implementation of quality service initiatives. She has been instrumental in assisting a number of companies embed a service culture and standards.
The course facilitator has spent a number of years working in the financial services sector including a period as a senior manager with ANZ bank where she worked in Employee Development and was responsible for the bank’s service, sales and marketing curriculum.
Prior to establishing her own consulting firm, the course facilitator was the Director of Staff Development Asia Pacific for the Oberoi Group, a group of companies which operates a chain of 5 star deluxe hotels and quality hospitality operations in Australia and throughout the Asia Pacific. The course facilitator was responsible for developing and then implementing best practice service standards and training in Malaysia, Indonesia, Singapore, Australia and Mauritius. She also designed and conducted training programs for various locations in India.
The course facilitator has visited Malaysia for the purposes of work on a number of occasions. Undertaking the above tasks has provided an opportunity to develop a network with local managers and training practitioners as well as local members of staff.
The course facilitator has been recognised and acclaimed as a hospitality industry leader in the field of employee development, training and service excellence. Testimony to this was the attainment of 3 industry awards:
- The Victorian Tourism Award for Training and Education
- The National Tourism Award of Distinction for Training and Education
- The Australian Hotels Association Award for Contribution to Excellence in Training
Industry recognition of the course facilitator’s achievements as a Human Resource professional culminated in her being awarded the 1999 Australian Institute of Hospitality Management Award for Industry Human Resources Practitioner.
Since commencing her own company, the course facilitator has established an impressive client list, across a number of industries:
- The Kuala Lumpur Convention Centre
- The Australian Trade Commission (Kuala Lumpur)
- The Shangri-La Hotel (Kuala Lumpur)
- The Peninsula Hotel (Bangkok)
- ANZ Bank (Australia & Asia Pacific)
- Carlson Hotels Asia Pacific (Shanghai)
- Adidas
- Accenture
- BHP Billiton
- GE
- Telstra
- Ticketmaster
- Country Road
- Hayman Resort
- Crown Casino and Crown Towers
- Esanda Finance
- Hard Rock Cafe
- Sportsgirl Fashion
- Abercrombie and Kent
- Health Services Australia
- Tru Energy
- LeasePlan
- Pitcher Partners
- Qantas Airline
- The Australian Securities and Investments Commission
- The Department of Justice
- William Buck Financial Services
The course facilitator has demonstrated the ability to adapt to various business challenges and client needs and successfully provide a broad range of quality consulting services.
The course facilitator has delivered training programs in Thailand, China, Malaysia, Singapore, The Philippines, Indonesia and India to all levels of management.
The course facilitator ensures her workshops are interactive, results driven and fun. Participants want to fully engage in the program. Her workshops are well known for being practical and having clear links to workplace application.
Key benefits for attending this event
- MANAGE critical customer and people issues that inhibit the fulfillment of service excellence
- DEVISE an appropriate service excellence strategy to overcome customer service gaps
- INSTILL a service excellence mindset and embed a customer service culture
- ENHANCE customer satisfaction and improve customer loyalty by linking Key Performance Indicators to service
- GROW strategically into an employer of choice by attracting and retaining talent
- REDUCE turnaround time and increase productivity that will gain you a competitive service edge in the market place
- BENCHMARK against best practice quality service companies
- BENEFIT from a range of workshop exercises, role plays, group discussions and case studies
Who Should Attend
Directors, VPs, Heads, Senior Managers, Managers and Executives of:
Customer Service | Call Centre | Service Quality | Customer Relations | Sales | Marketing | Customer Relationship Management |
From cross industries especially:
Banks and financial institutions | Manufacturing | Healthcare | Pharmaceuticals | Oil & Gas | FMCG | Government Agencies | Ministries | 3rd party service providers | Telecommunications |
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Supporting Organizations 
Sponsors Opportunities
To discuss more on the various sponsorship packages available, please contact +65 6825 9579 or email us at sponsor@unistrategic.com.
Be our Speaker
To further explore in this area, please email to: speakers@unistrategic.com. Our relevant personnel will get in touch with you shortly.
Be our Media Partners
If you are keen to embark on joint marketing activities for our upcoming events, please email to: media@unistrategic.com.
Venue & Accomodation
Hotel Istana
Kuala Lumpur
73, Jalan Raja Chulan, 50200 Kuala Lumpur, Malaysia
Reservation Department
Tel: 603 2149 5571
Email: rsvn@hotelistana.com.my
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